topic Re: How do I escalate a complaint against the switch credit team in Account & Billing

How do I escalate a complaint against the switch credit team

purple_1234 — Tue, 20 Jan 2026 08:58:27 GMT

Please can someone assist as I am getting increasing frustated.

I signed up to Sky Broadband and Telephone services on January 2025, having been explicitly assured that:

Sky would manage the transfer efficiently under the Ofcom One‑Touch Switch process;
Sky would settle my early termination charge with my previous provider; and
I would receive the agreed switch‑over incentive.

This did not happen satisfactory.

Despite contacting Sky on numerous occasions to resolve this matter, my experience has been wholly unsatisfactory. On one occasion, a call handler terminated the call without explanation. On another, a member of the technical team stated that he could not assist because he was unfamiliar with the Ofcom One‑Touch Switch process. In addition, communication was significantly impeded due to poor spoken English.

Sky initially failed to reimburse the early termination charge of owed to Virgin Media. This has now been addressed by Sky. Furthermore, I have not received the promised switch‑over incentive. I keep being asked, by the switch credit team, for the same evidence over and over again. I keep sending this through however it is clear that they are not enaging with my email in its entirity to read the evidence sent. It is also concerning that the evidential requirements to process my refund appear to change repeatedly. Following my initial complaint, it is clear that the Sky respondent did not fully review the correspondence thread or properly understand the circumstances before responding. The lack of engagement with an email trail is clear. As mentioned, I am sending the same evidence over and over again and it appears that no-one is engaging with my emails. I have tried customer service for support for they just refered me back to switch credit. There is not number for me to call - can anyone assist in terms of how to escalte this? Thank you

Re: How do I escalate a complaint against the switch credit team

PandJ2020 — Tue, 20 Jan 2026 09:12:48 GMT

Did you ever raise a formal complaint?

Re: How do I escalate a complaint against the switch credit team

purple_1234 — Tue, 20 Jan 2026 09:48:43 GMT

Yes, I contacted customer services and they said they have no influence over switching credit and told me to contact them again. 😞

Re: How do I escalate a complaint against the switch credit team

PandJ2020 — Tue, 20 Jan 2026 09:54:37 GMT

If you complaining formally then you can escalate if they issue a deadlock or after 8 weeks has elapsed.

Re: How do I escalate a complaint against the switch credit team

purple_1234 — Tue, 20 Jan 2026 10:00:37 GMT

my issue is how to escalte - customer services are washing thier hands of switch credit, saying all comms is with them directly via email and customer service has no influence over them. Switch credit are not fully enaging with the evidence sent to them and repeatedly asking for the same information over and over again. Additionally, the goal posts keep changing, each request for evidence, asks for a different item. It is frustrating as I have sent things through several times and each reply is can you provide X,Y, Z as well. Getting the feeling, they don't want to assit...

Re: How do I escalate a complaint against the switch credit team

caesarome — Tue, 20 Jan 2026 10:09:32 GMT

Have you sent them documents showing the early termination charge and another showing that you have paid the bill ?

https://www.sky.com/help/articles/switching-credit-offer

Re: How do I escalate a complaint against the switch credit team

PandJ2020 — Tue, 20 Jan 2026 10:11:42 GMT

@purple_1234 wrote:
my issue is how to escalte

https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

Re: How do I escalate a complaint against the switch credit team

purple_1234 — Tue, 20 Jan 2026 12:16:14 GMT

Repeatly several times.